Team Leader- Customer Service Administration

Thermofisher Scientific; Milano; In loco; EUR 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Thermo Fisher Scientific is seeking a Team Leader in Customer Service Administration to guide a team and optimize tender administration, contract handling, and process improvements. You’ll coordinate cross-functional projects and ensure adherence to quality standards while driving service excellence and operational efficiency in a global scientific organization.

The role emphasizes leadership, collaboration with Field Service, Technical Support, Sales, and Quality teams, plus experience with

Competenze

• Advanced degree or a Bachelor’s degree with 2 years in service, customer service, operations, or team coordination.
• Preferred fields: Business Administration, logistics, or related field.
• Experience in regulated environments; knowledge of cGMP is preferred.
• Strong service management and coordination skills, including scheduling service activities and timely resolutions.
• Experience with service contracts, quotations, renewals, and related administrative processes.
• Advanced proficiency in Microsoft Office, especially Excel.
• Excellent organizational, planning, and time-management skills.
• Excellent written and verbal communication with a customer-focused mindset.
• Ability to work independently and drive initiatives through completion.
• Experience with QMS, SOPs, and regulated processes.
• Fluency in English and Spanish is required.
• Cross-functional collaboration with Field Service Engineers, Technical Support, Sales, Customer Service, Supply Chain, and Quality teams.
• Experience with CRM, ERP, and/or Service Management systems.
• Demonstrated ability to maintain service records and generate reports on service performance, KPIs, and operational issues.
• Strong interpersonal skills and the ability to build relationships with customers and stakeholders.
• Willingness to travel occasionally.
• Commitment to customer satisfaction, quality, safety, and regulatory compliance.

Mansioni

• Lead and develop a team, combining leadership with hands-on operations.
• Coordinate tender administration, contract management, and process improvement initiatives.
• Manage cross-functional projects and ensure compliance with quality standards.
• Implement solutions to enhance service delivery and drive business growth.

Conoscenze

Service management

Coordination

Customer service

Coaching staff

Cross-functional collaboration

Problem solving

Communication

Time management

Regulatory compliance

Attention to detail

Formazione

Advanced degree

Bachelor’s degree

Strumenti

Microsoft Office Suite

Excel

CRM systems

ERP systems

QMS

SOPs

Descrizione del lavoro

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

As a Team Leader in Customer Service Administration, you'll contribute to operational excellence while leading and developing a team. This role combines leadership responsibilities with hands‑on operational management, focusing on tender administration, contract management, and process improvement initiatives. You'll coordinate cross‑functional projects, ensure compliance with quality standards, and implement effective solutions to enhance service delivery. This position provides the opportunity to contribute to business growth while developing your leadership skills in a global scientific organization committed to making the world healthier, cleaner, and safer.

REQUIREMENTS

• Advanced Degree with no prior experience required, or Bachelor’s Degree plus 2 years of experience in Service, Customer Service, Operations, or team coordination, with demonstrated ability to coach and develop staff.

• Preferred fields of study: Business Administration, logistics, or a related field.

• Experience working in regulated environments and knowledge of cGMP is preferred.

• Strong Service management and coordination skills , including scheduling service activities, prioritizing requests, and ensuring timely resolution of customer needs.

• Experience with service contracts, quotations, renewals, and related administrative processes is preferred.

• Advanced proficiency in Microsoft Office Suite , particularly Excel, with the ability to analyze data, prepare reports, and monitor Service KPIs.

• Excellent organizational, planning, and time‑management skills, with the ability to manage multiple priorities and urgent customer requests.

• Strong analytical and problem‑solving capabilities , with a proactive and solution‑oriented approach.

• Excellent written and verbal communication skills, combined with a strong customer‑focused mindset .

• Ability to work independently, take ownership of activities, and drive initiatives through completion.

• Experience with Quality Management Systems (QMS), Standard Operating Procedures (SOPs), and regulated processes .

• Fluency in English and Spanish is required ; additional language skills are considered an advantage.

• Strong ability to collaborate cross‑functionally with Field Service Engineers, Technical Support, Sales, Customer Service, Supply Chain, and Quality teams .

• Experience with CRM, ERP, and/or Service Management systems for managing service activities, customer information, orders, and spare parts.

• Demonstrated ability to maintain accurate service records and generate detailed reports on service performance, KPIs, and operational issues .

• Strong interpersonal skills and the ability to build effective relationships with customers and internal stakeholders at different organizational levels.

• Ability to work flexible hours and travel occasionally, based on customer and business needs.

• Strong commitment to customer satisfaction, quality, safety, and regulatory compliance .

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.